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Business Profile

Massage School

A New Beginning School of Massage Killeen

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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  • Initial Complaint

    Date:03/19/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I scheduled a two hour massage from this company that I have been going to regularly for the last two months or longer. They told me if I wanted the two hour massage service that I would have to call in and they would make the appointment. On march 12 . 2024 I schedule a two hours massage with a therapist that does a good job with muscle relaxing and everything was good, until the day of appointment when I arrived and they had someone else in place of the therapist I had chosen. I refuse the service because they had changed the agreement we previously made. I Call the manager and she said she would return my call the next day and never did. The company took away my rights to chose the service I pay for and charged me ***** for a service I didn't receive because of their reluctant to inform me in time to adjust my appointment. The message the computer sent me wasn't open until after the appointment was over. The manager only have to look at the time their message was open to see that I had no idea the appointment had changed. I'm asking for a full refund with an apology for being unprofessional and not calling me back, that I have to get BBB involved.

    Business Response

    Date: 03/19/2024

    This a learning Institution which entails students performing the services. On March 9, the consumers appt. was made & was scheduled for a 1-hour massage then immediately changed to a 2-hour massage with a particular student therapist. On March 12, this particular student was unavailable on the day scheduled, therefore as the school's policy if that student is unavailable then the consumer will be rescheduled with another student to complete the massage. Our system is designed to text & email the consumer confirmation and reminders of their appointments. Our system also makes the student and the consumer aware of any changes of appointments via email and text. Our system shows that the appointment on 3/12 was rescheduled @10:28am with another student that was available. The email was sent to all parties, the consumer, the previous student scheduled, and the current student scheduled. The text message of the change was sent to the consumer @ 10:32am.  The consumer came in for his appointment on March 12@ 2pm and when the student therapist that was chosen to render the massage approached him as they are trained to, he declined & walked out of the office, that was a cancellation. Our policy for cancelling within a 24hour window you will be charged. The policy is posted in our establishment at the front desk. This was all explained to the consumer when he called and spoke with the administrator on 3/14.

    Customer Answer

    Date: 03/20/2024

    Complaint: 21454215

    I am rejecting this response because:

    Regards,

    *****************************

A New Beginning School of Massage Killeen is NOT a BBB Accredited Business.

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